11 Trip.com Booking Features (2025): Pros and Cons

8. Customer service and responsiveness

Customer service reviews for Trip.com are mixed. Some travellers report fast, helpful responses, while others describe long waits or multiple steps to resolve an issue. The variability often depends on the region, time of day, and the complexity of the problem. For routine requests like date changes or small corrections, chat and phone support can resolve matters quickly. For refund disputes or complicated itinerary changes, expect a more involved process that might require follow-up documentation. A practical approach is to collect all booking confirmations and communicate through the app or the email thread for a searchable record. If a live agent is needed, using the phone option during business hours in the supplier’s time zone often yields faster results than email. If top-tier support is a non-negotiable need for your travel style, weigh that factor when choosing Trip.com versus a provider known for premium customer service.